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Creating Light

Creating Light

I ordered some har- to-find bulbs from lightbulbs.com. My designer insists on using installations created by elves in Albania. Because they’re used for all the hall ceiling units, three bulbs each, I ordered five boxes of three. Three of those boxes contained crushed bulbs on arrival.

I called their customer service number. Someone came on the line within 30 seconds. She listened, apologized, and told me three replacement boxes would be shipped on the next business day.

From now on, they get all of my orders. You can’t eliminate problems entirely, such as poor packing or a careless postal service. But you can deal with them to delight the customer, nonetheless.

The trouble is, I was shocked by the company’s excellent response because, while it should be the norm, it’s the exception

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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